AACC: Queueing of emails to same agent

[oleskare]

AACC 6.2 with MultiMedia (email).

Email contact has been answered by Agent A. Agent A make a reply back to customer asking for more information. Customer make a reply back again with answer.

Does the CCMM queue the contact (email) to same agent (Agent A) or to the longest idle agent?

Thanks!

[phemming]

By default the agent who answers the first email from a customer will own that customer. You can check who the preferred agent is by opening the customer details from AAAD and hover mouse over Take Ownership box. If it's not the correct agent log in as that agent and click Take Ownership. If the agent is already the owner you won't see the Take Ownership option in AAAD
The default flow checks to see if the agent is logged in and if so queues to the agent (by default for 2 seconds) before queuing to the skillset